A great communication tool!
March 24, 2021

A great communication tool!

Antora Debnath | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk Chat (formerly Zopim)

Zendesk Chat (formerly Zopim) is being used in two of the departments of the company, which consists of more than 1,000 employees. The tool is used as a medium of communication with the customers and couriers who use our delivery services. It is the primary way of communication for the customers who face issues with their orders and need immediate help.
  • User friendly for the employees who use the platform to chat with customers
  • Easy to pull up data and the data is quite accurate
  • Easy to find previous chats using the History tab
  • Needs a feature through which chats of a specific concern can be directed to specific users
  • It is the primary way of communication for our customers so we rely on it heavily to solve any order-related issues.
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.

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Did Zendesk Chat live up to sales and marketing promises?


Did implementation of Zendesk Chat go as expected?


Would you buy Zendesk Chat again?


It is well suited to help the customers with any of their concerns, as they don't have to call and stay on the line till someone picks it up. Instead they can just message and it immediately shows what their position is in the queue if there is any so that they can plan accordingly. Also, Zendesk Chat (formerly Zopim) gives the customers written proof of what they have been promised by the customer service representative.

It is less appropriate in scenarios which are more sensitive and need a personal touch and it is also inappropriate for elderly people, as they prefer talking over chatting.